Automatically directing incoming conversations to the right agent or team.
Conversation routing is the automated process of assigning incoming customer conversations to specific agents, teams, or queues based on predefined rules such as skills, availability, language, channel, or priority.
Common routing strategies include round-robin (equal distribution), skill-based (matching agent expertise), priority-based (VIP customers first), load-balanced (fewest active conversations), and geo-based (regional assignment). The right strategy depends on team size, specialisation, and SLA requirements.
Lodgestory supports configurable routing rules with multi-criteria conditions, overflow handling, and business-hours awareness.
Connect a channel and see it run on your own conversations today.